The Service Desk Operations team within our Global Business Services Center (GBSC) is looking for a Manager to support day to day operations with oversight of front-line service channels related to Human Resources.

• Co-Lead the function with leaders in other regions.
• Formally supervise and coaches a team of Service Desk Specialists located across the globe.
• Lead omni-channel strategy delivering support through case management, call center response, chat, escalation paths and continuously optimizes self-service capabilities.
• Oversees KPIs and resource capacity analysis to regularly builds and deploys staffing and process recommendations.
• Enforces knowledge base documentation essential for quality operations.
• Supervises quality review processes to drive service improvement.
• Leverages position within the employee value chain to provide business insights and determine first touch resolution, self-service, and other innovate customer strategies.
• Partner to deploy technology including a case management solution, IVR call center platform and other emerging technology.

• Must be fluent in English (verbal and written)
• Track record of leading teams as a people manager or in similar leadership capacity.
• Significant exposure to analyzing work for quality, productivity and timeliness.
• Advanced level of data-driven performance management and coaching
• Work effectively in a dynamic, time-sensitive, high volume service environment.
• Strong emphasis on customer service, problem solving and solutions.
• Self-Starter with ability to work in collaborative/team-oriented environment
• Operates in a professional manner that is responsive and flexible to cultural differences